Email account errors can pause your campaigns. This article walks you through identifying and fixing common disconnection errors.
How to Identify Disconnected Accounts
To check the email accounts that are in error or disconnected, please follow the steps below:
Go to your Email Accounts dashboard
Filter by "Has Errors" status to see all problematic accounts
Look for status badges like 'Disconnected', 'Sending error', or 'DNS error'
For detailed diagnostics, use the API to retrieve account status messages
Common Errors & Solutions
Subscription Canceled (DFY/Pre-warmed Accounts)
Your Done-For-You or pre-warmed accounts purchased from Instantly may have been canceled, leading to disconnection.
Check for the 'Subscription canceled' badge next to accounts in the Email Accounts dashboard. This means the DFY/Pre-warmed accounts have already been canceled.
You can also go to Billing → Email Accounts & Domains section → Click the domain to verify cancellation status
How to fix it:
If accounts are canceled: Reorder them via Email accounts → Add New → Done-for-you Email Setup → Existing domains
If accounts are active but disconnected: Our system handles reconnection automatically, and no manual action is needed. If the issue persists after 24 hours, please contact support.
DNS error
Your domain's DNS records are missing or incorrectly configured, causing bounced emails and account disconnections. Required DNS Records:
MX Record - Routes incoming emails to your inbox (required to receive replies)
SPF Record - Authorizes your domain to send emails (reduce spam flags)
DKIM Record - Adds a digital signature to verify email authenticity
DMARC Record - Authenticates your emails as coming from a legitimate source
Step 1: Verify DNS records
Click "Test Domain Setup" in your Email Accounts dashboard
Review which records are missing or incorrect
If records are missing, contact your domain provider or follow our setup guide
Step 2: Reconnect accounts
After configuring DNS records, reconnecting the email accounts often resolves the issue.
Go to the Email Accounts dashboard
Click the three dots next to the email account you want to reconnect
Select "Reconnect email account" from the dropdown
Choose "Connect existing accounts" to proceed
If the DNS records are all set, use the API to retrieve the status message of the account.
Can't Create New Access Token
This usually happens when your email provider is unable to share the token with Instantly or has revoked access to the token.
Common causes:
Recently changed email password
Token expired
How to fix:
Go to the Email Accounts dashboard
Click the three dots next to the email account you want to reconnect
Select "Reconnect email account" from the dropdown
Choose "Connect existing accounts" to proceed
Daily User Sending Quota Exceeded
You've hit your daily email sending limit, or your campaign emails have been flagged as spam, triggering a temporary restriction.
How to fix it:
Avoid links in first emails: Links in initial outreach trigger spam filters
Use spintax: Add variation to your emails to avoid pattern detection
Reduce daily volume: Recommended limit is 30 campaign emails + 10 warmup emails per day per account
These changes typically resolve the issue within 24-48 hours as your sending reputation resets.
SMTP is disabled (Microsoft/Outlook accounts)
SMTP authentication is turned off in your Microsoft Outlook account settings.
How to fix it:
Enable the SMTP for your Outlook accounts.
Remove the email account from Instantly
Wait 1 hour (this is critical to allow Microsoft to update and share new tokens)
Reconnect the account to Instantly
Note: If you see "Account already added" when reconnecting, open Instantly in an incognito/private browser window and try again.